TWI423620B - Analysis Method of Service Quality Deterioration - Google Patents

Description

Service quality degradation obstacle analysis method

The invention relates to a method for analyzing a service quality degradation obstacle point, in particular to a method for finding a service degradation obstacle point according to the abnormal information of the customer complaint information, the network management alarm and the service test system.

With the popularity of telecommunications networks and the maturity of technology, the gradual diversification of services provided on the Internet and the continuous innovation of network equipment have resulted in the interconnection of various different network platforms. However, the traditional customer service system is purely The complaints of accepting customers are not able to immediately understand the quality of the service.

In the case that the quality of service cannot be discounted, in the case that the requirements of the customer complaint need to be processed immediately, the management monitoring systems of various telecommunication devices are born accordingly, and they continuously monitor and issue various possible alarms, so the network management system collects these. Alarms are used, but there are so many classifications of network management alarms. Alarms that really affect service quality cannot be judged. Therefore, service test systems can be used as tools for active testing, but test systems for service layers are often costly. It is not suitable for deployment at all endpoints, but it can be pre-built in the office where the device is located, and the abnormal data of the service test can be collected regularly after the test project is scheduled. The quality of the test can be used as the judgment of the analysis.

It can be seen that there are still many shortcomings in the above-mentioned methods of use, which is not a good design, but needs to be improved.

In view of the shortcomings derived from the above-mentioned conventional methods, the inventors of the present invention have improved and innovated, and after years of painstaking research, they finally succeeded in researching and developing the analysis method of the service quality deterioration obstacles.

The object of the present invention is to provide a method for analyzing service quality degradation obstacles, which is to use the customer complaint information established by the customer service unit to cooperate with the abnormal alarm data provided by the network management system and the service test system to determine the service quality deterioration obstacle point. Instantly provide customer service and maintenance units as a weapon to improve quality.

The method for analyzing the service quality deterioration obstacle point which can achieve the above object is to use the customer complaint information received by the customer service unit, and when the service quality is reduced and the customer is used, the customer service content is collected and classified by the customer service unit, and the whole domain is utilized. Type service quality degradation obstacle analysis process and network equipment type service quality degradation obstacle analysis process, integrate network management alarm and service test system abnormal data to do obstacle analysis, identify problem obstacles in real time, and establish service quality deterioration obstacle events Single, in order to maintain a certain quality of service.

Please refer to FIG. 1 , FIG. 2 and FIG. 3 , which are a system architecture diagram of a service quality degradation obstacle analysis method, a telecommunication network service test and a network management system architecture diagram, and a general customer service system acceptance complaint. It can be seen that the present invention is composed of an obstacle report data module 1, a service device alarm definition module 2, a service quality event list definition module 3, and an analysis module 4, wherein the analysis module 4 is related to the obstacle application data module. The group 1, the service device alarm definition module 2, the service quality event list definition module 3 are connected to analyze the data input by the obstacle application data module 1 and the service equipment alarm definition module 2, and then output the result. The service quality event list definition module 3 includes a global service quality degradation obstacle analysis module 41, a network device type service quality degradation obstacle analysis module 42, and a vocabulary The analysis module 43, the application code analysis module 44 and a common circuit device module 45, wherein the vocabulary analysis module 43 and the report code analysis module 44 are associated with a global service quality degradation barrier. The point analysis module is connected to assist in the analysis of the network device type service quality degradation obstacle point, and the common circuit device module 45 and the network device type service quality deterioration obstacle point analysis module are used to assist the network. The service quality deterioration defect point analysis is as shown in FIG. 2, wherein the quality of the service provided by the telecommunication service network 104 can be recorded by the network management system 102 and the service quality test system 103 in the service device alarm definition module 2; In the third, it can be seen that when the customer submits a customer complaint through the customer service system 101, the application acceptance subsystem 100 will classify and store the content in the obstacle application data module 1 according to the content described by the customer; Three types of service quality record formats, such as the service equipment alarm definition module 2 and the service quality event list definition module 3, are systematically analyzed to obtain the judgment of the obstacle point, wherein the obstacle report data module 1 and the service equipment alarm definition module Group 2, and the service quality event list definition module 3, etc. contain the following information:

1. The Obstacle Application Data Module 1 is installed in the customer service system 101 and is interfaced with the application acceptance subsystem 100, and is mainly used to record the format of the obstacle application data when the customer service system 101 accepts the customer obstacle report. Contains the following information:

(1) The service number is mainly defined by a code indicating the unique number recognized by the system when providing the service to the customer;

(2) The reason for the application is mainly to define a code for the reason for the application, which means to classify according to the content described in the obstacles of customer service;

(3) Reporting time, recording the time for the customer's obstacle report;

(4) Remarks for the application, including the content described by the customer and the reasons for the obstacles when the service is impaired.

When the customer submits an obstacle report, the first-line customer service personnel make a preliminary classification according to the obstacle reason described by the customer, such as the category of "cannot be connected" or "channel cannot be viewed", and then fill in the application acceptance subsystem 100. In the reason field of the application; if the content of the complaint refers to some videos that cannot be viewed or the channel cannot be viewed, or whether the device that is using the existing test system to test the service number of the service number has an alarm, etc. The person will type the above message into the application note.

2. The service device alarm definition module 2 is connected to the network management system 102 and the service quality test system 103, and mainly describes the definition file format of the service device alarm data detected by the network management system 102 and the service quality test system 103. , at least contains the following information:

(1) The equipment number is mainly to define a code for recording the number of the equipment to ensure the uniqueness of the equipment;

(2) Type of equipment, mainly indicating the type of the above equipment;

(3) The alarm range is used to indicate the range of the alarm impact, including: (a) global service alarm level, (b) server alarm level, and (c) equipment network management alarm level and other three service equipment alarm levels.

In the telecommunications service network (shown in Figure 2), the services provided by the operators include a number of service servers in addition to the basic network equipment (such as DSLAM, SWITCH and Router). These devices can be accessed through the network. The management information system (NMSs) collects the management information base (MIB) information on the device, and converts the information into an alarm message of the device network management alarm level. In addition, the service server can be used in the service layer application. The service quality test system schedules the test process according to the characteristics of the service, such as the Internet TV (IPTV) service, and can evaluate the application characteristics of the service layer including frame-Interval, PCR-Jitter, and PCR-Interval by analyzing the packets of the video stream. Determine the quality of service, record the result of this analysis to indicate whether the service quality provided by the server is abnormally listed as the server alarm level; or use the service quality test system to simulate the customer's registration, authentication, etc. to the service server, request service The server provides the service, and if the simulation action fails, it must be collected at the same time. Does the additional test system also have Kind of abnormal conditions, this server registration and authentication action failed as a global phenomenon type of alarm level.

3. The service quality event list definition module 3 mainly records the definition file format of the service quality event list data sent by the system used by the present invention after the obstacle point analysis, and at least includes the following information:

(1) The sequence number of the event is mainly to define a code indicating an event in the system to ensure the uniqueness of the event;

(2) The type of event is mainly to define a code indicating the type of event issued by the system, including two types of event lists such as obstacles and deterioration;

(3) The scope of the event to indicate the scope of the impact of the event;

(4) Equipment number, during the obstacle detection period, to record the location of the equipment and its number;

(5) Type of equipment, record the type of equipment in which the obstacle occurred;

(6) When the time occurs, record the time when the event is generated.

The sequence number of the event is the uniqueness of the guarantee event; the event type is divided into two levels of degradation and obstacle. For example, when the data judged by the analysis module exceeds the critical value, an event list of the degradation level is generated because the representative is the same. There are many obstacles in the time, and if the alarm information of the relevant equipment, such as the service measurement system or the network management system, can be obtained, the event list judged as the obstacle level indicates that the device does have an obstacle at present; the scope of the event is various. Level analysis modules generate different ranges of event tickets, which will distinguish different levels, such as global type or service equipment type quality event sheets, and the critical value of each analysis module will be based on the service defect rate and equipment supply. The number of customers is judged by the empirical value of the practice.

Please refer to FIG. 4 , which is a flow chart of analysis of service quality deterioration obstacle points of the service quality deterioration obstacle point analysis method according to the present invention. According to the following analysis process, the present invention determines the event list that may be generated, and analyzes the regular report information to the instant. The quality of the monitoring service, the steps of which include:

1. Obtain the information on the obstacles in the previous period of the service from the customer service barrier application data module;

2. The obstacle report data is subjected to a global service quality deterioration obstacle analysis process, and the generated service quality event form is written into the service quality event list definition module;

3. If no service quality event ticket is generated, the barrier application data is subjected to a network device type service quality degradation obstacle analysis process, and the generated service quality event ticket is written into the service quality event ticket definition module;

4. If no service quality event ticket is generated, wait for the next time to continue with step 1.

Please refer to FIG. 5 , which is a flow chart of analyzing the global service quality deterioration obstacle point of the service quality deterioration obstacle point analysis method of the present invention, mainly adopting the input obstacle report data, and using the vocabulary analysis module to analyze whether there is a keyword sink exceeding the critical value. If there is a threshold value, a global service quality event ticket is generated. If the threshold value is not exceeded, the application code analysis module is used for the reason of the report, and whether the trend of the specific application code is concentrated, and then a global service is generated. The quality event list, and then collects whether there is a global service alarm data to determine whether a global obstacle event list is generated. If none of the above analysis status exists, the global service quality deterioration obstacle analysis process is performed, and the detailed steps include:

1. According to the remarks in the input barrier application data, use the vocabulary analysis module to find the keyword group and the vocabulary group of the number of occurrences;

2. The vocabulary group judges whether the threshold value exceeds the threshold according to the number of occurrences of the keyword, and if the threshold value is exceeded, a global service quality event ticket is generated (if the number of occurrences in the step does not exceed the critical value, no vocabulary is generated. Event list);

3. After generating the global service quality event ticket, obtain the global service alarm data from the service device alarm data module; if the global service alarm data is obtained, the global service quality event ticket of the obstacle type is generated, and The collected information is added to the event remark column of the event ticket (if the event list generated above does not generate an event type of the obstacle type, a deterioration type event ticket is generated);

4. According to the application code in the hurdle application data, the application code analysis module is used to summarize the different types of application and the number of application categories for the number of service numbers;

5. In the order of determining whether the number of times of the report category group exceeds the threshold value of the application category, if the threshold value is exceeded, a global service quality event ticket is generated (if the number of occurrences in the step does not exceed the threshold value, then Does not generate an event ticket);

6. After the global service quality event ticket is generated, the global service alarm data is obtained from the service device alarm database; if the global service alarm data is obtained, the global service quality event ticket of the obstacle type is generated, and the collected The information is added to the event remark column of the event ticket (if the event list generated above does not generate an event type of the obstacle type, an event list of the degraded type is generated); and the step of analyzing the network device type service quality degradation obstacle point The vocabulary analysis module of 1 is mainly for accepting an input character string, and analyzing the input text string to generate the following two necessary fields, and sorting according to the number of occurrences, for outputting the analyzed feature, the field thereof The content is:

(1) Key words sink, using the input text string to find the key words, as the result of the analysis;

(2) The number of occurrences, used to record the number of statistics that the keyword appears in the input text string, and sorted according to the number of occurrences.

The vocabulary analysis module mainly analyzes the remarks in the customer complaint data received by the global service quality degradation obstacle analysis process. If the trained customer service personnel use the information recorded by the service characteristics, the information will be recorded. After typing, it is used as an analysis. For example, if the customer service personnel type the keyword "password error" at the same time, the module will count the number of times. When the number of occurrences of these keywords exceeds the critical value, a global service will be generated. Quality event list, and collect whether there is a global service alarm data to determine whether it belongs to a global-type obstacle event; in addition, the application code analysis module described in step 3 mainly accepts the application code for inputting the obstacle reporting information, and these application codes are After classification according to a specific type, the following two fields are generated to output the analyzed features, and the contents of the field are:

(1) The type of application mainly defines a code to distinguish the category of the application code;

(2) The number of occurrences, used to record the number of statistics of the declared category of the application code.

The main function of the application code analysis module is to analyze the reason for the complaint in the customer complaint data received by the global service quality deterioration obstacle analysis process, and select the appropriate reason code for the reason according to the obstacle reason described by the customer, for example: At the same time, if the reason for the customer's complaint is "boot can not be connected", this module can be counted that most customers have this problem, the system generates a global service quality event ticket, and collects whether There is a global service alarm data as a judgment as to whether it is a global type of obstacle event.

Please refer to FIG. 6 , which is a flow chart of analyzing network device type service quality deterioration obstacle points according to the analysis method of service quality deterioration obstacle points of the present invention, mainly accepting input obstacle reporting information, and analyzing the obstacle reporting materials by common circuit equipment modules. Determine, find the device whose service device group has exceeded the threshold value, and then go to the service device alarm definition module 2 to check whether there is device network management alarm data, and if so, write the found device alarm data into the event remark column. And the event ticket type is changed to the obstacle list, and if the number of device notifications does not exceed the critical value, the detailed steps include:

1. According to the service number in the obstacle application data, use the common circuit equipment module to analyze the group data of the number of reports on the service equipment;

2. According to the number of reports on the service device, compare the number of reports obtained by different service devices with the critical value;

3. If the number of reports of the service device exceeds the critical value, the device network management alarm data is obtained from the service device alarm definition module 2, and if the device network management alarm data is obtained, the device service quality event ticket of the obstacle type is generated;

4. If the number of reports of the service device exceeds the critical value, but the device network management alarm event is not obtained, a device service quality event ticket of the degraded type is generated;

5. If the number of reports of the service device does not exceed the critical value, no event ticket is generated.

After the common circuit device module receives the customer complaint data, it is determined whether there is a device on the co-energized road exceeding the critical value, if yes, a service quality event ticket is generated, and the service device alarm definition module 2 is queried according to the device code, if there is a search If the alarm message of the relevant device is generated, an obstacle event list is generated, otherwise a deterioration event list is generated (the common circuit device module is mainly used to analyze the service number of the customer obstacle report, because the characteristics of the circuit data will be aggregated to the same device, according to This principle collects the customer service number at the same time point for circuit aggregation analysis. After setting the barrier report threshold according to the number of installed customers on the device, when the obstacle report of the number of times is generated, the combination produces the combined result of the device number and the number of occurrences. The above-mentioned common circuit device module mainly accepts the input service number, finds the commonality of the circuit information of these service numbers and generates three necessary fields, and sorts according to the number of occurrences, and analyzes the output. The characteristics of the field are:

(1) The equipment number is mainly to define a code for recording the number of the equipment to ensure the uniqueness of the equipment;

(2) The number of occurrences, used to record the number of statistics of the device number to which the service number belongs;

(3) The number that appears to record those service numbers on the device number.

The method for analyzing service quality deterioration obstacle points provided by the present invention has the following advantages when compared with other conventional technologies:

1. The present invention can provide integration information between the customer service system and the network management system, and can predict service quality degradation through the integrated message, and issue an event ticket pre-alert in advance.

2. When the invention has a defect finding point, the obstacle event list can be promptly provided to provide the function of the on-site maintenance unit to remove the obstacle.

The detailed description of the preferred embodiments of the present invention is intended to be limited to the scope of the invention, and is not intended to limit the scope of the invention. The patent scope of this case.

To sum up, this case is not only innovative in terms of technical thinking, but also able to enhance the above-mentioned multiple functions compared with conventional articles. It should be submitted in accordance with the law in accordance with the statutory invention patents that fully meet the novelty and progressiveness, and you are requested to approve this article. Invention patent application, in order to invent invention, to the sense of virtue.

1. . . Obstacle reporting data module

2. . . Service equipment alarm definition module

3. . . Service Quality Event Sheet Definition Module

100. . . Report acceptance subsystem

101. . . Customer service system

102. . . Network management system

103. . . Service quality test system

104. . . Telecommunications service network

41. . . Global service quality degradation barrier analysis module

42. . . Network equipment type service quality degradation obstacle analysis module

43. . . Lexical analysis module

44. . . Reporting code analysis module

45. . . Common circuit equipment module

1 is a system architecture diagram of a method for analyzing a service quality degradation obstacle point according to the present invention;

2 is a telecommunication network service test and network management system architecture diagram of the service quality degradation obstacle point analysis method of the present invention;

FIG. 3 is a schematic diagram of a general customer service system accepting a customer complaint according to the analysis method of the service quality deterioration obstacle point of the present invention;

FIG. 4 is a flowchart of analysis of service quality deterioration obstacle points of the service quality deterioration obstacle point analysis method of the present invention;

FIG. 5 is a flow chart of analyzing a global service quality deterioration obstacle point of the service quality deterioration obstacle point analysis method of the present invention;

FIG. 6 is a flow chart of analysis of network equipment type service quality deterioration obstacle points of the service quality deterioration obstacle point analysis method of the present invention.

Claims (10)

A method for detecting service quality degradation obstacles, the steps comprising: (1) obtaining the obstacle report data of the previous period of the service from the customer service obstacle application data module; (2) performing the global service quality of the obstacle application data. Degrading the obstacle point analysis process, and writing the generated service quality event sheet into the service quality event list definition module; (3) if the service quality event ticket is not generated, the obstacle report data is degraded for the network device type service quality The obstacle point analysis process, and the generated service quality event ticket is written into the service quality event ticket definition module; (4) if the service quality event ticket is not generated, wait for the next time to continue step 1. The method for detecting a service quality degradation disorder according to claim 1, wherein the feature of the barrier application data module comprises: (1) having a service number indicating a unique number recognized when the service is provided to the client; (2) The code that defines the reason for the application indicates that the customer classifies according to the content described by the service obstacle; (3) has the time for reporting, records the time of the customer's obstacle report; (4) has the application note, including the service description, describes the customer's description The content and reasons for the obstacles. For example, the service quality degradation obstacle detection method described in claim 1 of the patent scope, wherein the global service quality deterioration obstacle analysis process is: (1) according to the application note in the input obstacle application data, using the vocabulary analysis module to find a vocabulary group with keywords and occurrences; (2) judging whether the vocabulary group exceeds a critical value according to the number of occurrences of the keyword and if the threshold value is exceeded, a global service quality event ticket is generated (if If the number of occurrences in the step does not exceed the critical value, no event ticket is generated. (3) After the global service quality event ticket is generated, the global service alarm data is obtained from the service device alarm data module; if the global service alarm is obtained; When the data is generated, a global type of service quality event ticket of the obstacle type is generated, and the collected information is added to the event remark column of the event ticket (if the event list generated above does not generate an event type of the obstacle type, a degraded type event is generated. (4) According to the application code analysis module in the application code of the obstacle report data, summarize the different application categories and appear (5) determining whether the number of times of the reporting category group exceeds the threshold value of the reporting category, and if the threshold value is exceeded, generating a global service quality event ticket (if If the number of occurrences in the step does not exceed the critical value, no event ticket is generated. (6) After the global service quality event ticket is generated, the global service alarm data is obtained from the service device alarm database; if the global service alarm data is obtained , generating a global service quality event ticket of the obstacle type, and adding the collected information to the event remark column of the event ticket (if the event list generated above does not generate an event type of the obstacle type, an event list of the degraded type is generated. ). The method for detecting a quality of service degradation according to claim 3, wherein the definition of the service quality event ticket includes: (1) having an event serial number indicating uniqueness of the event; (2) having an event type , including two types of event lists such as obstacles and deterioration; (3) having a range of events, indicating the range of impact of the event; (4) having a device number, during the detection of the obstacle, recording the location of the device in which the obstacle occurred and its number; 5) With the device type, record the type of the device where the obstacle occurred; (6) Have the time of occurrence, and record the time when the event is generated. The method for detecting a service quality degradation disorder according to the third aspect of the patent application, wherein the service profile data of the service device alarm data module has the following features: (1) having a device number and recording the device number to ensure The uniqueness of the device; (2) has the device type, mainly indicating the type of the device; (3) has an alarm range, indicating the range of the alarm impact. The method for detecting a service quality degradation disorder according to claim 5, wherein the alarm range of the service device alarm definition module includes: (1) a global service alarm level; (2) a server alarm level; (3) ) Device network management alarm level. The method for detecting a service quality degradation disorder according to claim 3, wherein the vocabulary analysis module can accept an input text string and analyze the text string, and the characteristics include: (1) using the input text string to find out Key words sink; (2) record the number of statistics that the keyword sinks in the input text string, and sort according to the number of occurrences. The method for detecting a quality of service degradation according to claim 3, wherein the application code analysis module can accept the application code for inputting the barrier information, and classifying the application codes according to a specific type to generate the following format. Including: (1) the category of the application to distinguish the category of the application code; (2) the number of occurrences, and the number of statistics of the declared category of the application code. The method for detecting a service quality deterioration obstacle according to the first aspect of the patent application scope, wherein the step of analyzing the network device type service quality deterioration obstacle point comprises: (1) using the common service number in the defect application data; The circuit device module analyzes and obtains the group data of the number of reports on the service device; (2) compares the number of reports obtained by different service devices with the critical value according to the number of reports on the service device; (3) if the number of reports of the service device exceeds the criticality When the value is obtained, the device network management alarm data is obtained from the service device alarm database, and if the device network management alarm data is obtained, the device service quality event ticket of the obstacle type is generated; (4) if the service device reporting times exceed the critical value, but there is no If the device network management alarm event is obtained, the device service quality event ticket of the degraded type is generated; (5) if the number of reports of the service device does not exceed the critical value, no event ticket is generated. The method for detecting a quality of service degradation according to claim 9 wherein the common circuit device module accepts an input service number, finds commonality of the circuit information of the numbers, and generates the following format, which includes: (1) Equipment number, record the number of the equipment to ensure the uniqueness of the equipment; (2) the number of occurrences, record the number of statistics of the equipment number to which the service number belongs; (3) the number that appears, and the service number on the recording equipment number.